The leadership inclusion framework: Conceptualization and application in hospitality

This study developed and tested the Leadership Inclusion Framework (LIF) to enhance leaders’ inclusion in hospitality organizations. Using survey data from 308 hospitality managers, exploratory factor analysis (EFA) confirmed distinct constructs and measurement reliability, followed by confirmatory factor analysis (CFA) to verify the framework’s fit with empirical data (Phase 1). A hierarchical SEM tested hypotheses on the final model (Phase 2). Individual inclusion significantly increases employees’ organizational citizenship behaviors, customer performance, and service recovery performance. Organizational inclusion significantly increases employees’ customer performance and service recovery performance. Societal inclusion significantly increases employees’ customer performance and organizational citizenship behaviors. Implications for theory and industry are discussed.